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www.Client-Bridge.com




FIXING FO
        OLLOW UP
        OLLOW-UP
     FAILURE
Turn your dead lead graveyard
       in...
Infusionsoft Certified
                                    Marketing Automation
                                    M k ti...
What are your goals?

Do you want to grow your business…
                  w

     quickly!

           profitably
       ...
How are you going to make that happen?
                    o




• Market to generate leads?
• Nurture prospects until the...
FIX YOUR
LEAD FOLLOW-UP!
Why don’t comp
                   panies follow-up?




1. You forget.
          g

2 You focus on hot leads
2.           ...
Why d ’t
     Wh don’t compa i f ll
                  anies follow-up?
                                 ?


4. You think t...
People buy when thhey
are ready to buy!

67% of the prospectiv  ve
buyers that tell you “n
                      no
      ...
You are delivering the sale
   to your comppetition!
5 Common Follow up Mistakes
           llow-up



1. No follow-up at all.
1 N f ll         t ll
2.
2 Weak follow up
      ...
How many touches d
                  does it take to close
 a sale?

• 2% close on the 1st c
                      call
• ...
When do most compan
                  nies stop following up?
                            following-up?


• 48 % quit afte...
Old fashioned sales and marketing
                les
                l
Traditional sales and marketing
                s


                  Day
                    y     Week        Year
  Tot...
What happens with th
         pp           he
2,000 cold leads that your
sales efforts don’t focus on?
              don t...
Fixing Follow-u Results In…
       Follow u
              up


                    Day
                      y     Week   ...
Is It Time To St Letting Your
               top
Prospects and C stomers Slip
                Customers
     Through Yo Fi...
What is fo
                       ollow-up?
                       ollow up?

• Education
• N rt ring
  Nurturing
• Ongoin...
Effective follow p happens
                   w-up pp
  through a combination of media
• Email             • Phone Call
• ...
Website without automated follow up
                 utomated follow-up
                 u
Website with
automated
 follow-up
Follow-up Sequence
            (New Proospects)

1. Send the info they re
                       equested immediately.
   ...
Follow-up Sequence
            (New Proospects)

5. Send a promo offer t stimulate action.
                      to
   (em...
Old Customer Retention Model
             Retention
New Customer
Retention Model
Follow-up Sequence
           (New Customers)

1. Send a “thank you message. (email)
                   u”
2. Send a gift....
Follow-up Sequence
             (New Customers)

6. Ask for a referral. (c
                        call)
7. Make “thank yo...
Case Study
                             CASE STUDY


“All About Spelling”
         t p      g




Can we double their sale...
CASE STUDY


        “We are very cu
                   y ustomer
    service oriented, so customer
                      ...
CASE STUDY




       Goal:
 Double Their Sales

      Strateg
            gy:
Fix Follow-Up Failure
CASE STUDY
              Initial Analysis
              I iti l A l i

• SEO efforts were d
                   driving
 st...
CASE STUDY
             Initial Analysis
             I iti l A l i


• 50% drop off betwe sales stage
         p         ...
CASE STUDY

       Fix Follow-Up Failure Plan
                   p

• Get organized – tag customers / prospects
• Integrat...
CASE STUDY
               Res
                 sults

• Grew list from 5,863 to 10,632
 contacts
• Grew from 599 pu
      ...
CASE STUDY

  “We've been able to hire tw VA's. This has
                             wo
freed me up to work on product de...
Practical Application
            P ti l A li ti

1. Determine what type of follow-up your
   business needs. (10 minutes)...
Fixing your foll
                    low-up failure will:

• Convert more leads into sales
                          sales...
How do you fix you follow-up failure?
                  ur



1. Make a commitme
                 ent.
2 Create a follow-u...
Fix follow up failure
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Fix follow up failure

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Transcript of "Fix follow up failure"

  1. 1. www.Client-Bridge.com FIXING FO OLLOW UP OLLOW-UP FAILURE Turn your dead lead graveyard into a go mine old
  2. 2. Infusionsoft Certified Marketing Automation M k ti A t ti Coach (CMAC). ClientBridge, LLC helps small businesses to accelerate sales by Certified Inbound leveraging technology-assisted Marketing Professional lead generation systems.
  3. 3. What are your goals? Do you want to grow your business… w quickly! profitably y! y witho adding staff! out
  4. 4. How are you going to make that happen? o • Market to generate leads? • Nurture prospects until they are ready to buy? l • Follow-up with every prospect? • Get repeat sales from e isting c stomers? existing customers? • Automate t e e t e p o uto ate the entire pro ocess ocess?
  5. 5. FIX YOUR LEAD FOLLOW-UP!
  6. 6. Why don’t comp panies follow-up? 1. You forget. g 2 You focus on hot leads 2. ads. 3. Unconverted leads fall through the cracks.
  7. 7. Why d ’t Wh don’t compa i f ll anies follow-up? ? 4. You think the people will call you back if they are really inter rested. 5 You don’t want to be pushy 5. don t pushy. 6. You don’t realize the potential impact follow-up follow up can have on your business business.
  8. 8. People buy when thhey are ready to buy! 67% of the prospectiv ve buyers that tell you “n no no” n today will be ready to buy o in the next year year. —Gartner Research 80% of leads you con nsider to be “dead” will buy within 2 years n years. —Sirius Decisions
  9. 9. You are delivering the sale to your comppetition!
  10. 10. 5 Common Follow up Mistakes llow-up 1. No follow-up at all. 1 N f ll t ll 2. 2 Weak follow up w-up. w 3. Irrelevant fo ollow up. ollow-up. 4. Jumping int a sales pitch. to 5. No centraliz database. zed
  11. 11. How many touches d does it take to close a sale? • 2% close on the 1st c call • 3% close on the 2nd call d • 4% close on the 3rd call • 10% close on the 4th call h • 81% close on (or aft ter) the 5th call
  12. 12. When do most compan nies stop following up? following-up? • 48 % quit after the 1st call • 24 % quit after the 2 call 2nd • 12 % quit after the 3 call 3rd • 6 % quit after the 4th call h • 10 % quit after the 5 call 5th
  13. 13. Old fashioned sales and marketing les l
  14. 14. Traditional sales and marketing s Day y Week Year Total Leads 10 0 50 2,500 Closed 1 5 250 Warm Leads 1 5 250 Cold Leads 8 40 2,000 Sales S l $500 0 $2,500 $2 500 $125,000 $125 000 ($500 / deal)
  15. 15. What happens with th pp he 2,000 cold leads that your sales efforts don’t focus on? don t THEY TURN TO DUST! N
  16. 16. Fixing Follow-u Results In… Follow u up Day y Week Year No Contact Leads 8 40 2,000 Nurture 1 8 400 (convert 20%) Sales $500 $ 0 $4,000 $ $200,000 $ ($500 / deal) % ROI Increase 260%
  17. 17. Is It Time To St Letting Your top Prospects and C stomers Slip Customers Through Yo Fingers? our
  18. 18. What is fo ollow-up? ollow up? • Education • N rt ring Nurturing • Ongoing co tact O go g contact • Relationship building • Providing long-term value • Staying top of mind • Differentiating yourself from the competition f
  19. 19. Effective follow p happens w-up pp through a combination of media • Email • Phone Call • Voice Broadcast • P t l Mail Postal M il • Fax Broadcast
  20. 20. Website without automated follow up utomated follow-up u
  21. 21. Website with automated follow-up
  22. 22. Follow-up Sequence (New Proospects) 1. Send the info they re equested immediately. (email) 2. Send a letter with mo valuable info. ore (letter) (l tt ) 3. Call to see if you can answer any y n y questions. (call) 4. 4 Send a value added email with value-added tips/education. (email)
  23. 23. Follow-up Sequence (New Proospects) 5. Send a promo offer t stimulate action. to (email) 6. Follow-up with limited time promo offer. (postcard) ( t d) 7. Call with a final reminder for promo. p (voice broadcast) 8. 8 Offer subscription to future marketing offers and other valu added content. ue (email)
  24. 24. Old Customer Retention Model Retention
  25. 25. New Customer Retention Model
  26. 26. Follow-up Sequence (New Customers) 1. Send a “thank you message. (email) u” 2. Send a gift. (lump mail) py 3. S Send a survey. (e (email) ) 4. 4 Send valuable tips (email) s. 5. Present cross-sell and/or upsell offer. p (postcard)
  27. 27. Follow-up Sequence (New Customers) 6. Ask for a referral. (c call) 7. Make “thank you” c call. (voice broadcast) 8. Off subscription t communications. Offer to (email) 9. Put them in a custo omer nurture sequence. (newslett etc.) ter,
  28. 28. Case Study CASE STUDY “All About Spelling” t p g Can we double their sales? e
  29. 29. CASE STUDY “We are very cu y ustomer service oriented, so customer o follow-up was our #1 priority. p p y Previously, when a c customer had a question we might ha to check the question, ave shopping cart, ema system, ail paper system, a more system and just to find the a answer.” Ma i Ri arie Rippel, O l Owner “All About Spelling” (pr to fixing follow-up) rior
  30. 30. CASE STUDY Goal: Double Their Sales Strateg gy: Fix Follow-Up Failure
  31. 31. CASE STUDY Initial Analysis I iti l A l i • SEO efforts were d driving strong traffic t t ffi • Decent sales conve ersion rate • Newsletter opt-in o website on (but no way to know who was who) w • N t capitalizing on hi h t ffi pages Not it li i high traffic
  32. 32. CASE STUDY Initial Analysis I iti l A l i • 50% drop off betwe sales stage p een g cycles • No automatic upse (promos only) ells • No affiliate/referral program • Data in d e e t p a ata different plaaces
  33. 33. CASE STUDY Fix Follow-Up Failure Plan p • Get organized – tag customers / prospects • Integrate shopping ca / e-commerce into art follow-up system p y • Add upsells to follow w-up process • Automate process to save human interaction o • Change newsletter o in to free report opt opt-in • Add automated affilia ate/referral program
  34. 34. CASE STUDY Res sults • Grew list from 5,863 to 10,632 contacts • Grew from 599 pu urchases to 1,232 • Average order size increased 16% e • 49 sales f l from affili t ffiliates • Doubled sales in 7 days 72 y • 149% increase in sales in 3 months
  35. 35. CASE STUDY “We've been able to hire tw VA's. This has wo freed me up to work on product de elopment p ork ct development. I never could have done that before, when the data was all scattered in diffe erent applications applications. But since everything is centrally located, my assistants can handle ccustomer service and I don't have to wo about orry anything slipping through the cracks. We i W win, and our customer win. L d rs i Love i ” it.” Ma Rippel, Owner arie “All About Spelling Al Spelling” (aft fixing follow-up) fter
  36. 36. Practical Application P ti l A li ti 1. Determine what type of follow-up your business needs. (10 minutes) 2. Brainstorm sequence concepts with e group. group (30 minutes) 3. Build a 10-step seque ence outline for your business. business (15 minutes s) 4. Write your opening piece. (20 minutes) 5. Share and review with group. (30 minutes)
  37. 37. Fixing your foll low-up failure will: • Convert more leads into sales sales. • Get repeat sales fr p rom customers. • Grow your busines without ss growing staff. i ff
  38. 38. How do you fix you follow-up failure? ur 1. Make a commitme ent. 2 Create a follow-up program 2. p program. 3. Find a system to a automate your follow-up. Get a Free T Trial at: www.Client-Bridge.c com/resources
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